I’m seriously addicted to Backflipt. Customer conversations are the currency of my business, and I must have Backflipt to keep those conversations going smoothly. I have all kinds of tools that help me manage conversations. LinkedIn is my rolodex. Email is my personal outreach tool. Social media helps me stay visible and get a feel for what others are up to. My calendar, to do lists and CRM keep me organized.
So why Backflipt?
Because Backflipt puts customer conversations at the center of my work day, and it makes MY customer conversations the center of attention at my company. Let me describe a couple of examples.
My customer Sam has some technical questions about the way we secure data for our product. As soon as Sam asked these questions in email, I “Backflipt the conversation” to our engineering manager, Rao. Now Rao can see Sam’s questions. Rao makes his comments privately “in the Backflipt view,” so I can see them and decide how to present the answer to Sam. When Sam responds with follow-up questions, Rao sees it and gives me the answers before I can even ask for help. Without Backflipt I would have had to forward Sam’s messages to Rao, wait for his reply and then send email back to Sam. Then repeat for Sam’s follow-up questions. Chances are that it would have taken longer or even gotten lost in either my inbox or Rao’s.
In another example, I shared our Product Data Sheet with several customers over the past couple months. We launched our beta product a few weeks ago, and I created a new Beta Guide to help customers come online. As soon as I did that, Backflipt saw that the Beta Guide was related to the Product Data Sheet. Backflipt automatically recommended the Beta Guide for each of those customer relationships. All I had to do was accept the recommendation and make a few comments. Before Backflipt I would have had to manually make a list of customers to distribute the Beta Guide. If I hadn’t been the Beta Guide’s author, I might not even realize it was available.
Because the customer conversation is visible to my colleagues, my questions carry a lot of weight. It’s easy to get help, and the help I get is really effective. The customer conversation gives my back-office colleagues the context they need to respond quickly and accurately. I also use @mentions to draw attention to customer issues. @mentions trigger alerts for my colleagues. When they tap the alert, Backflipt takes them right to the conversation where I need them. This works both ways. Backflipt alerts me when a relationship needs my attention.
Of course I still use email, but I find myself quickly dropping it to pick up Backflipt. Just trying to find the latest email exchange for a customer is a pain, let alone trying to relay answers back to them. Backflipt makes this incredibly quick and easy, and it even helps me find opportunities to enrich the conversation with content.